Guest Experience Specialist (Vacation Rental)

About the role

We are looking for a tech‑savvy Guest Experience Specialist to act as the digital concierge for a high‑end vacation‑rental portfolio. You will be the primary point of contact for guests from the moment they inquire until after their stay, ensuring a seamless, 5‑star experience.

Key responsibilities

• Manage the Guesty unified inbox, responding to inquiries, bookings and in‑stay messages across Airbnb, VRBO, Booking.com and direct channels.
• Oversee automated Guesty messaging, send manual check‑in/check‑out instructions and provide curated local recommendations.
• Resolve in‑stay issues such as tech troubleshooting, amenity questions and complaints with empathy and speed.
• Drive 5‑star reviews using Guesty’s review tools and respond to guest feedback on behalf of the brand.
• Monitor Guesty’s multi‑calendar, custom fields and guest folios to maintain data accuracy and prevent double‑bookings.
• Supervise smart‑home integrations—including smart locks, noise‑monitoring devices and thermostats—ensuring proper operation and security.
• Coordinate with housekeeping and maintenance teams to guarantee properties are turn‑ready, log issues and dispatch local vendors for swift resolution.

Required profile

• 1–3 years of experience in vacation‑rental management, boutique hospitality or customer success.
• Hands‑on experience with Guesty (property‑management system); candidates without Guesty experience will not be considered.
• Flawless written and spoken English with the ability to balance warm hospitality and clear boundaries.
• Calm under pressure, strong problem‑solving skills and a proven track record of de‑escalating tense situations.
• Flexible availability for weekends, holidays and evening shifts to match peak check‑in times.

Required skills

• Guesty (PMS) – inbox, multi‑calendar and automation workflow management.
• Smart‑lock system administration.
• Noise‑monitoring device oversight.
• Smart‑thermostat configuration and monitoring.